NICE Perform - CISCO -- CTI Based Recording Issue

[Re2000]

Hi,

We are facing some issue with CTI based recording for few VOIP extensions. To brief we have NICE Perform recording solution integrated with Cisco CUCM architecture. Recording is MAC based and on VOIP Logger.
For few of the Extensions CTI recording is not happening , whereas extensions belonging to same voice vlan is workng fine.

As a troubleshooting step following line items have been checked but unable to identify the root cause :

a. Checked , BASIC recording in NICE is workng fine . Assuming packets are been sniffed ( on vlan basis) / no port issue.
b. Checked Extension , IP Phone MAC and Channel Mapping .... in both CUCM and NICE and is configured properly.
c. Checked in CUCM if the MAC are added for CTI monitoring and is Fine ..,
d. Reset the CTI NICE User ID and Paswd.

Pending :
a. Interaction Services to restart.
b. CTI Service restart,

Before initiating this , would request if any one can suggest any alternative troubleshooting step to resolve this problem.
Can u suggest where we can check in logs if we are getting CTI events ?

Appreciate your response.

 

[nice12345]

hi have you tried here

https://www.extranice.com/EIS/Pages/searchresults.aspx?k=cucm troubleshooting&s=All Sites

 

[Re2000]

Issue Solvd .. V restartd Nice IC services a solution alwys meant

 

[nice12345]

by restarting the services causing the devices to be remonitored. check driver logs and communication logs. also check telephony service to ensure you can see all sep addresses.

if the devices were already recording then you shouldnt have to restart and i would check the tapi tester tool and log for monitoring issues